Cable One is now Sparklight, visit us at https://lnkd.in/gYiGXS3
Supervisor, Customer Care, Sales
Location
Alabama + 25 moreAll locations: Alabama | Alaska | Arizona | Colorado | Florida | Idaho | Illinois | Iowa | Kansas | Louisiana | Nebraska | New Mexico | North Carolina | North Dakota | Ohio | Oklahoma | Oregon | Maryland | Minnesota | Mississippi | Missouri | Pennsylvania | South Carolina | Tennessee | Texas | Utah
Posted
2 days ago
Salary
0
Seniority
Mid Level
Job Description
Supervisor, Customer Care, Sales
Cable ONE
• Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support. • Foster a positive, collaborative, and customer-focused work environment. • Schedule and organize team coverage to support business needs and maintain service levels during peak times. • Conduct regular performance discussions, coaching sessions, and development planning. • Support hiring, onboarding, and training initiatives for new associates. • Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery. • Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns. • Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution. • Monitor adherence to company policies, procedures, scripts, and customer experience standards. • Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services. • Monitor key performance indicators (KPIs), including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics. • Analyze trends and identify opportunities for coaching and operational improvement. • Provide regular reporting and performance updates to leadership. • Ensure team members meet or exceed established service, retention, and sales goals. • Train and mentor associates on customer care procedures, retention methodologies, product knowledge, systems, and sales techniques. • Conduct ongoing training sessions to support continuous learning and process updates. • Promote best practices in customer communication, active listening, empathy, and problem-solving. • Encourage career growth and professional development within the team. • Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences. • Assist in implementing strategies that improve operational efficiency, customer retention, and service consistency. • Collect and evaluate customer feedback to identify trends and recommend improvements. • Promote a customer-first culture that strengthens relationships and builds customer loyalty.
Job Requirements
- High school diploma or GED required; associate or bachelor’s degree preferred.
- Minimum of two (2) years of experience in customer service, retention, sales, or a related supervisory role preferred.
- Demonstrated leadership, coaching, and team development skills.
- Strong verbal and written communication skills.
- Ability to effectively manage escalated customer situations with professionalism and empathy.
- Working knowledge of Cable One products and services preferred.
- Experience with customer service systems, ticketing platforms, and performance reporting tools.
- Ability to multitask, prioritize responsibilities, and perform effectively in a fast-paced environment.
- Strong analytical and problem-solving skills.
- Ability to work independently and collaboratively in a remote or hybrid environment.
Benefits
- Health from Day One: Medical, dental, and vision plans start immediately
- Protect What Matters: Life insurance for you and your loved ones
- Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days
- Plan for Tomorrow: 401(k) with 100% company match (up to 5%) from day one
- Extra Peace of Mind: Group legal plan and identity theft protection
- Learn & Earn: Tuition reimbursement up to $5,250 in your first year
- Give Back: Participate in community support programs across the U.S.
- Celebrate Wins: Recognition and awards programs highlight your achievements
- Grow Your Career: Clear advancement opportunities
- Team Vibes: Collaborative work environment where ideas and teamwork thrive
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